Job Details

This Government Cloud Weekend Nightforce Support Engineer role provides the highest level of overnight support and expertise to some of our largest and most strategic government accounts both Premier and Signature. This responsibility includes developing a strong partnership cross-cloud across Global Support, CCE, CIC, and Cloud Success. As a member of the Nightforce Support team, this Support Engineer is technically competent and has the opportunity to expand their skills across multiple Salesforce products, is business oriented and highly customer centric, with opportunities for cross-cloud certifications and specialized government cloud expertise development.

The GovCloud Nightforce Support Engineer is a customer-focused expert and is responsible for GovCloud/US Only Support handling and execution of all Severity cases and chat across Service Cloud, Sales Cloud, Industries, Agentforce, Data Cloud, Marketing Cloud, MuleSoft, Revenue Cloud, OwnBackup, and Tableau Next, as well as implementing and finding ways to prevent customer issues through proactive support and monitoring.

These roles have Government requirements: Must be a Sole U.S. Citizen (Non-dual citizen with any other country) operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, U.S. Government CAC/PIV

• This role requires availability for an overnight shift, operating from 9:00 PM to 6:00 AM PST, Thursday-Monday.
  

Responsibilities

• Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance

• Solve highly visible, technical, global and strategic, enterprise cases and ensure highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues

• Understanding how Gov/Us Only Support customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics

• Provide proactive support, including but not limited to; proactive system/limit monitoring and communications, deep Splunk analysis, creating definitions for proactive alerts, working with Customer Centric Engineering and Technical Enablement teams on proactive tuning, and provide recommendations to minimize potential service disruptions

• Advocate for Gov/Us Only customer’s priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features as well as working with R&D on pilot programs

• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues

• Assist developers in troubleshooting their integration with salesforce.com APIs, Apex, Visualforce and implementation of other salesforce.com developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved

• Participation in project work, including but not limited to; envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional “white glove” support practices associated with incident prediction and prevention capabilities

• Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach

• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support

• Have familiarity with and participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues

• Ability to orchestrate all Salesforce teams efforts and ensure we are a single point of contact for all post sales support activities
  
  Required Qualifications:

• ​Deep understanding of Salesforce multi-tenant architecture

• Bachelor's degree in computer science or equivalent experience

• 5+ years of prior experience in Technical Support and/or 3+ years with development experience

• Current Salesforce Administrator Certification

• Demonstrated analysis, problem solving and skills troubleshooting expertise

• Ability to effectively prioritize and escalate customer issues as required

• Comfortable interacting with all levels of customer and SFDC management

• Ability to multi-task and perform effectively under pressure

• Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc

• Understanding of database concepts and data management (RDBMS) and SQL

• Solid understanding of Object-Oriented design and core programming concepts

• Solid knowledge of XML, preferably experience using server-to-server web services (SOAP / REST)

• Strong experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net,SQL) software development

• Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects

• Degree or equivalent relevant experience required. Experience will be evaluated based on theValues & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• Must be a sole U.S. Citizen (Non-dual citizen)

Desired Skills/Experience:

• Salesforce Certifications- Advanced Admin, App Builder, Platform Developer

• VisualForce/Apex Knowledge

• CRM domain knowledge

• Previous experience with Salesforce.com CRM and its technologies